AI-Driven Cloud Support Engineer – Japanese Fluency

Snowflake; Toronto; Presencial; CAD 90.000 - 120.000; Jornada completa

Descripción de la vacante

Snowflake in Toronto is seeking a Cloud Support Engineer to join a fast-moving, AI-driven support team. You will handle customer cases, leverage AI tools, and contribute to incident management while delivering empathetic, high-quality guidance.

Requirements include 2+ years in technical support, fluency in Japanese, strong AI fluency, and experience with SQL, Python, APIs, and ML tooling. You’ll collaborate across Engineering, Product, and Customer Success to improve reliability.

Formación

• BS/MS in Computer Science or equivalent experience.
• 2+ years in technical support (24x7 preferred).
• Fluency in Japanese (spoken and written) and familiarity with Japanese business culture; experience living or working in Japan preferred.
• Strong AI fluency, including prompt engineering, context management, and validating AI outputs.
• Experience with AI-powered tooling (e.g., coding assistants/agentic IDEs) and modern support environments.
• Solid technical troubleshooting skills, including SQL, log analysis, and scripting (Python, APIs).
• Strong written/verbal English communication.
• Basic understanding of Windows and Linux operating systems.
• Basic understanding of Data Warehousing fundamentals and concepts.
• Ability to write and understand basic SQL queries.
• Familiarity with end-to-end ML pipeline including ML modeling and feature engineering.
• Familiarity with prompt engineering and tools in the LLM ecosystem (Langchain, vector databases, co-pilot, Hugging Face).
• Experience troubleshooting MLOps pipelines, model performance, and infrastructure.
• Familiarity with RESTful APIs and web services.

Responsabilidades

• Own the Customer Experience from initial triage to resolution and follow-up.
• Leverage AI assistants and diagnostics to accelerate triage and root-cause analysis.
• Provide technical analysis and guidance via email, web, and phone.
• Draft and share AI-assisted solutions while validating outputs for accuracy and safety.
• Collaborate with Engineering, Product, and Customer Success to resolve systemic issues.
• Document solutions in knowledge bases and refine AI drafts for quality.
• Support holiday/weekend rotations and on-call requirements.

Conocimientos

Japanese proficiency

AI fluency

English communication

Troubleshooting mindset

Educación

BS/MS in Computer Science or equivalent

Herramientas

SQL

Python

APIs

log analysis

Langchain

Vector databases

Hugging Face models

CI/CD tooling

Descripción del empleo

Snowflake in Toronto is seeking a Cloud Support Engineer to join a fast-moving, AI-driven support team. You will handle customer cases, leverage AI tools, and contribute to incident management while delivering empathetic, high-quality guidance.

Requirements include 2+ years in technical support, fluency in Japanese, strong AI fluency, and experience with SQL, Python, APIs, and ML tooling. You’ll collaborate across Engineering, Product, and Customer Success to improve reliability.